Position Overview:

Under the guidance of the IT Manager, the IT Support Specialist will be responsible for providing day-to-day IT support across the company. This role serves as an escalation point for Level 1 team members, addressing complex issues and ensuring effective resolution. Key responsibilities include supporting end-user systems such as PCs, Macs, mobile devices, and associated software. Additionally, this role will handle Level 2 and Level 3 escalation tasks, with access to IT Systems Administrators for further assistance.

An important job requirement for this position is, we believe in hiring for attitude and training for skills. We are looking for individuals who are enthusiastic, adaptable, and aligned with our company values. The perfect candidate is naturally curious and crave to learn new and exciting technologies. 

About our team:

Our team thrives on a positive can-do attitude and a commitment to continuous improvement. We seek individuals who bring energy and enthusiasm to their role

Responsibilities:

Infrastructure

· Support daily IT operations through the IT Help Desk

· Identify areas for Help Desk process improvement, including but not limited to reducing ticket creation and documentation of complex issues

· Communicate with Help Desk lead on needed improvements 

· Ensure all tickets are properly triaged to the correct IT staff

· Act as an escalation point for Level 1 Help Desk staff

· Responsible for adds, moves, and changes throughout the IT ecosystem

· Troubleshoot end user hardware and software issues

· Meet Ticket SLA and Help Desk KPI’s

· Resolve required hands-on solutions within the office for end users and infrastructure

· Assist with break/fix solutions

· This is a 5 day in office position

Work Practices:

· Keep your work environment clean and organized

· Be punctual and have good time management

· Follow tasks to completion in a timely manner without sacrificing quality

Communication/Teamwork:

· Demonstrates a positive attitude and a strong willingness to learn and grow

· Contribute to our company culture by bringing positive energy to the workplace

· Assist with troubleshooting integrated systems / software throughout our enterprise

· Build strong working relationships and operate with integrity

Marginal Job Functions:

· Work on other IT projects as needed

· Manage our AD Manager environment 

· Assist end users with all Microsoft Office Suite apps issues/questions 

· Support IT Onboarding team as needed

Hiring for Attitude:

· Our team thrives on a positive attitude and a commitment to continuous improvement

· We seek individuals who bring energy and enthusiasm to their role

· We value candidates who display a positive can-do attitude, resilience, and a collaborative spirit

· Passionate about making a positive impact by prioritizing customers and proactively addressing issues.

· Passion for making a difference putting customers first, see something , say something

Education:

· Associates degree in a computer related field and/or equivalent work experience

Experience:

· Minimum of 2+ years relevant experience

Technical Requirements: 

· Strong PC troubleshooting and problem-solving abilities

· Detailed knowledge of core Microsoft applications and services (Office, Office 365, Windows OS)

· Required knowledge of Microsoft Server Administration (Active Directory, file/print sharing)

· Fundamental network concepts and network troubleshooting ability

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs